Refunds, returns and delivery

The short version

• UK delivery is free. EU delivery is £2 per order.
• Changed your mind? You have 14 days from the day your tags arrive to cancel.
• Faulty tags are replaced free of charge.
• Tags made in your brand colour or with your company name cannot be returned for a change of mind.

Delivery

Tags are printed to order and usually dispatched within 2 working days. We email you when your order is on its way.

Import VAT for EU orders

If you order from the EU, you may have to pay import VAT, and sometimes a handling fee from the carrier, when your parcel arrives. We do not collect EU VAT at checkout.

Changing your mind

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the equivalent EU rules, you can cancel your order for any reason. You have from the moment you order until 14 days after the day you receive your tags.

1. Tell us. Email hello@reuno.co with your order number and a clear statement that you are cancelling. You can use the wording below, but you do not have to.
2. Send the tags back within 14 days of telling us, to Arthur Both, trading as Reuno, 36 Lancaster Mews, London, W2 3QF, United Kingdom. Unless the tags are faulty, you pay for the return postage.
3. Get your refund within 14 days of us receiving the tags, or of you showing us proof of postage, whichever is sooner. We refund the price and the standard delivery charge you paid.

You can claim a tag in your dashboard to try it and still return it. We will remove it from your account. We may reduce a refund if a tag has been damaged by handling it more than you would need to check it in a shop.

Wording you can use

“I am cancelling my order [order number] for [what you bought], received on [date]. [Your name and address].”

What cannot be returned for a change of mind

Items made to your specification or clearly personalised are not covered by the 14-day right to cancel. For Reuno, that means business orders printed in a custom brand colour or with your company name or logo. Our standard tags in pink, blue, white, yellow and black are not personalised, so the 14-day right applies to them in full.

This does not affect your rights if a tag is faulty.

Faulty tags

Under the Consumer Rights Act 2015, tags must be of satisfactory quality, fit for purpose and as described. If a tag is faulty you can reject it for a full refund within 30 days of delivery. After that, we will repair or replace it, and if that does not fix the problem you can have a refund.

In practice, if a tag’s QR code will not scan, its NFC chip (on tags with NFC) will not read, or it cracks or breaks in normal use, email hello@reuno.co with a photo and your order number. We will send a replacement free of charge and cover any postage. We may not need the old tag back.

Lost or damaged in the post

Your tags are our responsibility until they reach you. If your order has not arrived 10 working days after dispatch, or arrives damaged, email hello@reuno.co and we will send a replacement or refund you.

How refunds are paid

Refunds go back to the card or payment method you used, through Stripe. Once we have sent a refund it usually takes 5 to 10 working days to appear, depending on your bank. We never charge a fee for a refund.

Business orders follow the terms in your quote. Faulty business tags are always replaced. See our terms for more.

Contact

Email hello@reuno.co. A person replies, usually the same day. Post: Arthur Both, trading as Reuno, 36 Lancaster Mews, London, W2 3QF, United Kingdom.